Major Incident Manager

Major Incident Manager

The Incident Manager is responsible for orchestrating the response to high-impact incidents, ensuring timely resolution, minimizing service disruption, and maintaining communication across stakeholders. The role demands exceptional crisis management skills, technical acumen, and a strong ability to coordinate cross-functional teams under pressure.

Lead end-to-end incident resolution for major incident events through orchestrating combined technical efforts of responding teams.

Assume ownership of major incidents and drive coordinating efforts on live bridge calls to ensure quick resolution of impacting events.

Identify and remove blockers, escalate appropriately, and continuous momentum of troubleshooting efforts.

Ensure adherence to established incident management processes and protocols.

Contribute to the improvement of incident response runbooks and documentation.

Own internal and external communications during major incidents.

Translate technical details into business-impact language (scope, severity, risk, ETA, confidence level).

Maintain clear and continuous communication with stakeholders during incidents, providing timely updates.

Ensure safe execution of mitigations, rollbacks, feature flags, and failovers

Lead post incident review meetings with stakeholders to confirm event details and assign problem investigators.

Track and report on incident metrics, identifying patterns and areas for systemic improvement.

Augment Change Managers and / or Problem Managers as required in the performance of those responsibilities.